FAQ

Common issues and troubleshooting steps for Mobile Analysis Service.

• Check if the client is correctly integrated

• Data does not appear in the console after correct client integration

• Event PV and UV data is not visible after creating an event in the console

• Event UV is always 0 after creating an event in the console

• No data is displayed on the custom dashboard

• iOS client crash logs are not symbolicated in the Mobile Analysis Service console

Check if the client is correctly integrated

View local logs (Android/iOS) or query logs in the console to confirm that the client is correctly integrated.

Data does not appear in the console after correct client integration

The SDK uploads logs automatically only when specific conditions are met: the number of locally cached logs reaches a threshold, or the app moves to the background for a certain period. During testing, trigger a manual upload to see data immediately.

For instructions, see Manually upload Android logs or Manually upload iOS logs.

Event PV and UV data is not visible after creating an event in the console

All three conditions must be true before event PV and UV data appears:

• The client is correctly integrated. See Check if the client is correctly integrated.

• The client has uploaded logs to the log server. See Data does not appear in the console after correct client integration.

• You created the event in the console, and a user triggered it.

Event UV is always 0 after creating an event in the console

UV tracking requires a user ID configured on the client. Without a user ID, the SDK cannot distinguish unique users, so UV stays at 0. Set a user ID on the client. For details, see User ID.

No data is displayed on the custom dashboard

Work through these steps in order:

1. Check if the logs have reached the server. Use Log management > Log playback in the console to query historical logs.

   • If the logs appear, they have been uploaded. For details, see Query historical logs.

   • If no logs appear, check whether the app has triggered them:

     1. Disconnect the device from the network, then trigger the log event.

     2. Move the app to the background, then check the local log directory:

        • iOS: Logs are saved in the sandbox directory Library > atrack > logs.

        • Android: Logs are saved in /data/data/[PackageName]/files/mdap or /sdcard/Android/data/[PackageName]/files/mdap. The path depends on the release_type field in assets/channel.config. For details, see View local logs.

     3. Run log replay again to check if the SDK uploaded the log to the server.

        Automatic uploading triggers only when the number of locally cached logs of a given type reaches the threshold. The threshold may vary depending on the log type. To force an upload during debugging, go to Mobile Analysis Service > Log management > Configure upload switch > Event tracking configuration in the mPaaS console, and temporarily set Upload quantity to 1. Reset it to the original value after debugging. For details on upload triggers, see Android log upload and iOS log upload.

2. If log replay shows that logs are still not reaching the server, review the Android instrumentation or iOS instrumentation documentation to identify errors in the instrumentation. After correcting the integration, repeat step 2 to confirm logs are uploading normally.

3. If logs have reached the server but the dashboard still shows no data, check the log format.

   Compare the raw logs in Log playback against the instrumentation log model. If the format is incorrect, update the log format to match the model for the corresponding instrumentation type.

4. If you have completed all the preceding steps and confirmed that logs are uploaded with the correct format, but the dashboard still shows no data, search for the group number 145930007362 to join the DingTalk group for assistance.

iOS client crash logs are not symbolicated in the Mobile Analysis Service console

To symbolicate iOS crash logs, upload the dSYM symbol table file generated during app packaging. Without this file, stack traces appear as raw memory addresses and cannot be read.

Upload the dSYM file on the Mobile Analysis Service > Performance analysis > iOS symbol table management page in the mPaaS console. For details, see iOS Symbol Table Management.